Foto Master

Cloud & AI Troubleshooting

Updated 2 weeks ago · 7 min read

Foto Master's AI features and Cloud platform are central to delivering enhanced photo experiences. When AI processing fails, credits behave unexpectedly, or Cloud features do not work as expected, this guide will help you diagnose and resolve the issue.

AI Processing Fails

Problem: An AI operation (background replacement, avatar generation, style transfer, etc.) fails to complete. FMX shows an error or the AI result never arrives.

Cause: AI processing runs in the Foto Master Cloud, so failures are typically caused by connectivity issues, insufficient credits, or a temporary Cloud service disruption.

Solution:

  1. Check your internet connection -- AI processing requires a stable internet connection to send the photo to the Cloud and receive the result. Run a speed test on the booth device. A minimum of 5 Mbps upload and download is recommended for AI features. See Network & Connectivity Troubleshooting for details.
  2. Verify your AI credit balance -- AI operations consume credits. If your balance is zero, AI processing will not start. Check your credit balance in the Cloud dashboard under AI > Credits or in FMX under Settings > Account. Purchase more credits if needed.
  3. Check Cloud status -- Visit cloud.fotomaster.com from another device to confirm the Cloud platform is operational. If the Cloud is undergoing maintenance, AI features will be temporarily unavailable.
  4. Retry the operation -- Some AI failures are transient (caused by momentary network hiccups or server load). Wait 30 seconds and try again.
  5. Check the FMX logs -- Enable logging in FMX under Settings > Advanced and look for error messages related to the AI request. Common errors include timeout, authentication failure, and insufficient credits.

Tip: For pay-per-use booths running AI experiences, always keep a healthy credit buffer. Running out of credits during operation means the booth cannot deliver the experience the guest paid for. Set up low-credit notifications in the Cloud dashboard under Settings > Notifications.

AI Results Are Poor Quality

Problem: AI processing completes, but the results look poor -- artifacts, distortion, incorrect style application, or unrealistic output.

Cause: AI quality depends heavily on the input photo. Lighting, framing, resolution, and the subject's position all affect the result.

Solution:

  1. Improve lighting -- AI features work best with well-lit, evenly illuminated subjects. Harsh shadows, backlighting, or very dim conditions produce worse AI results. Add booth lighting if needed.
  2. Improve framing -- Make sure the subject's face and upper body are clearly visible and centered in the frame. AI features that modify faces or apply styles need a clear view of the subject.
  3. Check resolution -- Very low-resolution input images can lead to poor AI output. Make sure your camera is set to a resolution that provides enough detail for the AI to work with.
  4. Try a different AI mode -- Not every AI effect works equally well with every type of photo. If one mode consistently produces poor results, try a different effect or style that may be better suited to your setup.
  5. Check the background -- For AI background replacement, cluttered or complex backgrounds can confuse the subject isolation. A simple, contrasting background behind the subject produces the cleanest results.
  6. Ensure single-subject framing -- Some AI features work best with a single person in the frame. Group photos may produce unpredictable results depending on the feature.

Credits Not Deducting Correctly

Problem: Your AI credit balance does not seem to match the number of operations you have run. Credits are deducting too quickly, not deducting at all, or the balance does not update after a purchase.

Cause: Credit deduction issues can be caused by display delays, failed operations that still consumed credits, or a billing system lag.

Solution:

  1. Refresh the dashboard -- Credit balances may not update instantly. Refresh the Cloud dashboard page and check again.
  2. Review your credit usage history -- In the Cloud dashboard, go to AI > Usage History to see a detailed log of every credit deduction. Each entry shows the operation type, the number of credits consumed, and the timestamp.
  3. Check for failed operations -- Some AI operations may consume credits even if the final result was not delivered (for example, if the processing completed on the server side but the result could not be downloaded due to a network issue). Check your usage history for these cases.
  4. Verify your purchase -- If you just purchased credits and the balance has not updated, check your email for a purchase confirmation. If the purchase went through but credits have not appeared, wait a few minutes and refresh. If the balance still does not update, contact Foto Master support with your purchase receipt.
  5. Contact support -- If you cannot reconcile your credit balance with your usage history, contact Foto Master support and provide:
    • Your account email
    • The date range in question
    • The expected vs. actual credit balance
    • Any relevant session IDs from the usage history

Gallery Not Updating

Problem: The online gallery for your event is not showing new photos, or it appears stuck showing old content.

Cause: Gallery update delays can be caused by browser caching, event status issues, or upload delays from the booth.

Solution:

  1. Refresh the page -- Do a hard refresh in your browser (Ctrl+Shift+R on Windows, Cmd+Shift+R on Mac) to bypass the browser cache and load the latest gallery content.
  2. Check the event status -- In Foto Master Cloud, verify that the event is in an Active or Completed state. Draft or unpublished events do not have live galleries.
  3. Verify your Cloud plan -- Online galleries require a Basic or Pro plan. PAYG accounts do not have gallery access. See Choosing Your Cloud Plan.
  4. Check photo uploads from the booth -- If the booth has not finished uploading photos to the Cloud, they will not appear in the gallery yet. Check the upload status in FMX.
  5. Wait for processing -- AI-enhanced photos take time to process. The gallery may show a placeholder or delay until the AI processing is complete and the final image is uploaded.

Tip: Share the gallery link with guests after the event rather than during, unless you have confirmed that uploads and processing are completing in real time. This avoids guest frustration if there is a delay.

Email/SMS Not Sending

Problem: Guests are not receiving their photos via email or SMS after a session.

Cause: Delivery failures can be caused by sharing settings, template configuration issues, or email/SMS delivery problems.

Solution:

  1. Check sharing settings -- In the Cloud event settings, verify that email and/or SMS sharing is enabled for the event. Make sure the toggle is on and the correct delivery method is selected.
  2. Verify your templates -- In Settings > Sharing Templates, check that your email and SMS templates are configured correctly. A broken or missing template can prevent messages from being sent.
  3. Check delivery logs -- In the Cloud dashboard, go to Queue or Analytics > Sharing to see the delivery status of each message. Look for entries marked as Failed or Pending and check the error reason.
  4. Check the guest's contact information -- If a specific guest did not receive their photo, verify that their email address or phone number was entered correctly during the session.
  5. Check for spam filtering -- Ask the guest to check their spam or junk folder. Some email providers may filter automated photo delivery emails. If this is a recurring issue, consider customizing your sending domain or email template to improve deliverability.
  6. Check SMS carrier restrictions -- Some mobile carriers may block or delay automated SMS messages. If SMS delivery is consistently failing to certain carriers, contact Foto Master support for assistance.
  7. Verify internet connectivity -- Email and SMS delivery requires the booth device (or Cloud) to have internet access. If the booth was offline when the session completed, messages may be queued and will send once connectivity is restored.

Next Steps

Was this helpful?

Related articles